Overview
What is Bright Pattern Contact Center?
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on…
Bright Pattern Contact Center omnichannel contact center software review
Our Bright Pattern Contact Center Success story
Bright Pattern Contact Center Review
Excellent Automation Capabilities!
Great Experience
Bright Pattern Contact Center makes things happen for me!
Easy and Amazing Platform
The future's so "BRIGHT" Pattern
Robust, innovative call center platform with excellent customer service
Bright Pattern solved all our problems
Bright Pattern ready to fly!!
Retail contact solutions and Call Centre
Thinking on a Switch? Consult withBright Pattern Contact Center
This product is a leader among its competitors.
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Warm transfer (27)9.797%
- Recording (26)9.797%
- Agent dashboard (26)9.696%
- Historical reporting (26)9.494%
Reviewer Pros & Cons
Pricing
Omnichannel CX
-
Call Center Standard
-
Digital CX
-
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Bright Pattern Contact Center Retail Demo
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.6Agent dashboard(26) Ratings
Enables agents to track and view their individual and team performance.
- 9.6Validate callers(25) Ratings
Authenticates inbound callers with a customer ID.
- 9.7Outbound response(25) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 9.8Call forwarding(24) Ratings
Forwarding of calls to the appropriate agents.
- 10Click-to-call (CTC)(21) Ratings
Allows one-click calling for agents.
- 9.7Warm transfer(27) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.9Predictive dialing(22) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.7Interactive voice response(25) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 10REST APIs(24) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 9.8Call scripts(22) Ratings
Providing agents with a predefined conversation script.
- 9.7Call tracking(23) Ratings
Enables agents and managers to see the origin of the call.
- 9.5Multichannel integration(23) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.7CRM software integration(24) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9.8Inbound call routing(25) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.4Omnichannel inbound routing(24) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.7Recording(26) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9.2Quality management(24) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 9.5Call analytics(21) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.4Historical reporting(26) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 9.1Live reporting(24) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 9.6Customer surveys(23) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 9Customer interaction analytics(18) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Bright Pattern Contact Center?
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on all digital channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also provides native omnichannel quality management, allowing companies to measure every interaction on every channel. The company was founded by a team of industry veterans of contact center solutions and are now aim to deliver an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution boasts users globally in over 26 countries.
Bright Pattern Contact Center Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Bright Pattern Contact Center Screenshots
Bright Pattern Contact Center Videos
Bright Pattern Contact Center Integrations
Bright Pattern Contact Center Competitors
Bright Pattern Contact Center Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux, Mac |
Mobile Application | Apple iOS, Android |
Supported Countries | United States, Canada, Central America, Caribbean, Belgium, Netherlands, Ireland, UK, Spain, Italy, Estonia, China, Singapore, Japan, Germany, Norway, Russia, Mexico, Holland, Turkey, South Africa, Malaysia, Australia, New Zealand, |
Supported Languages | English (US), English (NZ), Chinese, Dutch, French (Canada), French (France), German, Italian, Japanese, Portuguese (Brazil), Russian, Spanish (Mexico), Spanish (Puerto Rico), Turkish |
Bright Pattern Contact Center Downloadables
Frequently Asked Questions
Bright Pattern Contact Center Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 25% |
Mid-Size Companies (51-500 employees) | 35% |
Enterprises (more than 500 employees) | 40% |
Comparisons
Compare with
Reviews and Ratings
(38)Attribute Ratings
- 10Likelihood to Renew1 rating
- 10Availability1 rating
- 9Performance1 rating
- 10Usability27 ratings
- 10Support Rating27 ratings
- 7Online Training1 rating
- 8In-Person Training1 rating
- 6.1Implementation Rating4 ratings
- 8Configurability1 rating
- 9Product Scalability1 rating
- 9Ease of integration1 rating
- 10Vendor pre-sale1 rating
- 10Vendor post-sale1 rating
- 9Contract Terms and Pricing Model1 rating
Reviews
(1-4 of 4)- Enables contact centers to make changes without complex coding languages and frameworks.
- Omni-channel functionality for all needs.
- Integrates well to a number of third party products.
- It isn't cumbersome. Easy to learn and manage.
- Best in class customer service
- Online community with active users assisting each other with ideas
- Tenant configuration backups from within admin would be nice for archiving.
- AI strategy and platform integrations could use more work.
- Built-in reporting would benefit from enhanced visualizations
- Agent dashboard
- 90%9.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 90%9.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 90%9.0
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 90%9.0
- Lowered support costs over time by enabling the contact center to manage itself and the call flow.
- Increased customer satisfaction by enabling personalized experiences.
- Improved self-service interactions over all channels through integrations with AI for intent analysis.
- Aspect CXP Pro, Aspect Unified IP, Aspect Workforce Management, Genesys Cloud (formerly PureCloud), Genesys PureConnect and Five9
- Implemented in-house
- Firewall / IP Whitelisting to our back end services (Not a Bright Pattern issue)
- Really, I had no other issues.
Logical thought processes.
Good understanding of call flow design
Strong understanding of If/Then/Else logic
Knowledge of languages like Java, Javascript, HTML, and CSS. (not required, but is helpful)
- Contact Center as a Service
- Interactive Voice Response (Cloud)
- Outbound dialing
- Automated customer interactions
- Agent Assist AI. Using Bright Pattern and IBM Watson to help agents find information and offer better options to the customer population.
- Creation of interactive screen pops that include animations, videos, links, forms, and documents to do away with the dreary screen pops of the past.
- Built an outbound notification platform to keep subscribers informed of urgent conditions
- Created my own custom integration using Bright Pattern APIs to tie conversations together from desperate systems.
- Improving our knowledgebase functionality and wrapping Bright Pattern around it.
- Add new custom integrations to more of our current systems
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Online training
- in-person training
There have been a few items that I have reported as bugs that were discussed with us to explain why a bug exists and a workaround to mitigate the bug. For these few, the bug has not been permanently addressed via a fix, but rather through knowledgebase updates.
- Scenario / Call flow design (development)
- Deployment of change is a breeze
- Agent Desktop interface is really easy to understand
- Interaction Record search is very user friendly
- Server side logs are hidden away from tenant admin view. Support ticket can be opened to review server side logs.
- Configuring custom reports can be difficult for users that lack knowledge of Jasper Studio
- AgyleTime / PlayVox
- Alvaria WFM
- Storm
- Salesforce
- Zoho Creator
- Alvaria CXP
- IBM Watson Assistant
- IBM Watson Speech-to-Text
- IBM Watson Text-to-Speech
- PCI Payment Web Services/API
- Payment Kiosk Locator
- SpaceX.Landing API
- IBM Watson Natural Language Understanding
- Atlassian Confluence
- Atlassian Jira Service Desk
- Atlassian Jira
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
- ETL tools
- AppExchange or similar marketplace
Maybe only once or twice have I been in an upgrade where I had to have any involvement whatsoever. During those times it was because a new feature was being added to an existing object that required me to login and select an option in the object and save.
- Self-service phone number provisioning and management v 5.15
- Improvements to bot context for third party bot integrations
- Feature enhancements and improvements to email handling
One of the best decisions we've made for our business
- Fantastic integration with Microsoft Teams and Azure Active Directory
- Deep integration with CRM and ITSM systems and web based applications
- Mobile app opens up new opportunities and supports multiple use case
- Really easy to connect SMS to the voice channels
- Allows us to bring best of breed AI services in to the contact centre
- Excellent Quality Management tools
- Extremely good outbound campaign management tools that are simple to use
- Full set of APIs
- The new Services Dashboard offers some really good resource management insights. Would like to see that extended.
- Agent dashboard
- 90%9.0
- Validate callers
- 100%10.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 90%9.0
- Live reporting
- 90%9.0
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 100%10.0
- Bright Pattern Contact Center' reliability has allowed us to improve the overall SLA we offer
- Bright Pattern Contact Center has allowed us to win business that we could not have done with other platforms
- Bright Pattern Contact Center has enabled us to expand our product offering into new market spaces.
- AI platform integration - IBM Watson, Google Dialogflow, for example
- Quality Management - out of the box sentiment anlysis
- Unified agent desktop - ability to see all channels in one pane of glass
- Robust analytic widgets that can also drive wall boards
- WFM has been a missing component, however that is slated to launch in Q2 of 2022
- The mobile application has taken longer than expected for general release
- UCaaS functionality would be a great addition
- Agent dashboard
- 80%8.0
- Validate callers
- 90%9.0
- Outbound response
- 70%7.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 100%10.0
- REST APIs
- 80%8.0
- Call scripts
- 70%7.0
- Call tracking
- 90%9.0
- Multichannel integration
- 70%7.0
- CRM software integration
- 70%7.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 100%10.0
- Quality management
- 90%9.0
- Call analytics
- 70%7.0
- Historical reporting
- 70%7.0
- Live reporting
- 80%8.0
- Customer surveys
- 70%7.0
- Customer interaction analytics
- 70%7.0
- Ability to implement quickly based on customer's desired timelines
- Aspect Unified IP, Aspect CXP Pro, NICE CXone (formerly NICE inContact), Five9 and Genesys Cloud CX (formerly Genesys Cloud)
- Implemented in-house
- Customer lack of preparedness.
- Older backend system integrations.
Fantastic ability to automate contacts!
- Automation
- Customization
- Email routing
- Agent dashboard
- N/AN/A
- Validate callers
- N/AN/A
- Outbound response
- 100%10.0
- Call forwarding
- N/AN/A
- Click-to-call (CTC)
- N/AN/A
- Warm transfer
- 100%10.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- N/AN/A
- Multichannel integration
- 100%10.0
- CRM software integration
- N/AN/A
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 100%10.0
- Quality management
- N/AN/A
- Call analytics
- N/AN/A
- Historical reporting
- 80%8.0
- Live reporting
- N/AN/A
- Customer surveys
- 80%8.0
- Customer interaction analytics
- N/AN/A
- Quick deployment
- Great adoption from end users
- Reduction in contacts due to automations
- NICE CXone and Five9
- Implemented in-house